Cisco Cisco Agent Desktop 9.0 User Guide
Agent Desktop Interface
September 9, 2013
29
Thresholds
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
A threshold is the acceptable amount of time a call can remain at a particular device
or contact center. Your administrator might assign caution and warning threshold
values to each device type, as well as a total threshold value for a call.
If a call remains at a device longer than the defined caution and warning thresholds, a
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
caution or warning icon is displayed in the call activity pane next to the device. These
icons are:
Integrated Browser Pane
The integrated browser pane allows you to view internet and intranet web pages to
help you assist customers. Your administrator can configure a specific website to
display as your home page, and add a list of work sites (similar to web browser
“favorites”) that allow you to navigate to frequently-used websites quickly.
help you assist customers. Your administrator can configure a specific website to
display as your home page, and add a list of work sites (similar to web browser
“favorites”) that allow you to navigate to frequently-used websites quickly.
The integrated browser pane has the following parts:
■
Integrated browser toolbar
■
Work Sites drop-down list
■
Editable Address field (if configured by the administrator)
■
Browser
The integrated browser can display from one to 10 tabs, each of which can display a
different web page. The first tab is reserved for pages that your supervisor pushes to
you to assist you in handling calls, and the remaining tabs are for general use. The
number of tabs depends on the settings your administrator has configured.
different web page. The first tab is reserved for pages that your supervisor pushes to
you to assist you in handling calls, and the remaining tabs are for general use. The
number of tabs depends on the settings your administrator has configured.
For more information about this pane, see
Caution
Warning